Helpdesk Technician

RainFocus; Orem (UT); On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

401k

Generous PTO

Competitive benefits

Job summary

RainFocus is seeking a motivated Helpdesk Technician to join our IT team in Utah. You will provide technical support for computer systems, hardware, and software, handling inquiries via phone, email, and in person.

The role emphasizes resolving issues, documenting solutions, and contributing to IT knowledge bases. You’ll work in a fast-paced environment, escalate complex problems when needed, and stay current with technology trends to improve our IT infrastructure.

Qualifications

• 1–5 years of relevant IT or support experience.
• Proven experience as a Helpdesk Technician or similar role.
• Strong knowledge of Windows and Office; macOS support preferred.

Responsibilities

• Provide first-level technical support to end-users via phone, email, and in-person.
• Diagnose and resolve hardware and software issues.
• Install, configure, and maintain computer systems and peripherals.
• Collaborate with IT team to escalate and resolve complex issues.
• Maintain records in the helpdesk ticketing system.
• Develop and maintain IT documentation and knowledge base.
• Conduct user training sessions on IT tools and apps.
• Stay up-to-date with technology trends and propose improvements.

Skills

US citizenship/work eligibility

Experience 1-5 years

Helpdesk experience

Windows & Office proficiency

macOS support

Device management basics

Hardware/software/network triage

Customer service & communication

Independent & collaborative work

Detail-oriented & organized

IT certifications (A+/MS-DS) a plus

Job description

RainFocus, one of the most innovative software companies, is in search of an exceptional Helpdesk Technician.

We are seeking a skilled and customer-oriented Helpdesk Technician to join our dynamic IT team. The ideal candidate will be responsible for providing technical assistance and support related to computer systems, hardware, and software. If you are passionate about technology, enjoy problem-solving, and thrive in a fast-paced environment, we want to hear from you!

About RainFocus

RainFocus cares about its employees, customers, and the world in which we live. Our rapidly-growing team serves Fortune 500 companies like Adobe, Cisco, IBM, Oracle, VMware, and others to prepare and execute in-person, virtual, and hybrid events, across the world. Those events are delivered through our industry-disrupting software platform, with groundbreaking business intelligence, to elevate the attendee experience, streamline event operations, and accelerate marketing results. We are well-funded, growing fast, and building a company that is changing the market — it will be challenging, fun and exciting.

What You’ll Experience with Your Job

A Helpdesk Technician plays a crucial role in providing technical support to end-users, addressing and resolving issues related to computer systems, hardware, and software. Their responsibilities include responding to user inquiries via phone, email, or in-person, diagnosing and troubleshooting technical problems, installing and configuring hardware and software, and collaborating with team members to **escalate and resolve complex issues**. Helpdesk Technicians also maintain accurate records of support interactions and contribute to the development and maintenance of IT documentation. With a focus on excellent customer service, these professionals ensure a seamless and efficient IT environment, helping users navigate and utilize technology effectively.

Essential Responsibilities:

• The Helpdesk Technician will support employees by providing solutions to helpdesk tickets and other IT related issues, and as such will:
• Provide first-level technical support to end-users via phone, email, and in-person
• Diagnose and resolve hardware and software issues
• Install, configure, and maintain computer systems and peripherals
• Collaborate with other IT team members to **escalate and resolve complex issues**
• Maintain accurate records of technical issues and resolutions in the helpdesk ticketing system
• Assist in the development and maintenance of IT documentation and knowledge base
• Conduct user training sessions on various IT tools and applications
• Stay up-to-date with the latest technology trends and recommend improvements to enhance the overall IT infrastructure

Applicable Skills & Experience

• US Citizen/Authorized to work in the US
• 1 - 5 years’ relevant experience from any field, such as (but not limited to):
• Proven experience as a Helpdesk Technician or in a similar role
• Strong knowledge of Microsoft Windows and Office applications
• Proficient in supporting and troubleshooting Apple MacOS environments.
• Proficiency in modern device management principles, including automated device enrollment, configuration policy enforcement, and application deployment for both MacOS and Windows environments.
• Familiarity with troubleshooting hardware, software, and network issues
• Excellent customer service and communication skills
• Ability to work independently and collaboratively in a team environment
• Detail-oriented and organized with effective problem-solving skills
• IT certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus

Personal Characteristics:

• The best candidates for this position will need to have strong chemistry and cultural fit within RainFocus.
• They will need to be able to:
• Work comfortably in an environment that often involves highly confidential information and be able to keep such information confidential
• Work well with cross-functional teams
• Empower people to live and work securely
• A “putting people first” attitude
• Self-motivated / Proactive
• Team-player
• Good communicator
• Reliable / Dependable
• Desire to learn & be mentored

Why work at RainFocus?

At RainFocus, we delight millions of attendees at large-scale events by delivering better insights, experiences, and marketing.

As a member of the RainFocus team, you will have the opportunity to experience first‑hand the impact of our platform at events around the world. Additionally, RainFocus offers competitive salaries, competitive benefits, 401k and generous PTO.